Customer Strategy & Transformation Manager

Merkle; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Private Medical Insurance

Virtual GP

Wellbeing days

Volunteer time

Flexible bank-holiday swaps

Retail discounts

Gym access

Tech schemes

Job summary

Merkle in London is seeking a Manager, Customer Strategy to lead high‑impact customer strategy and transformation engagements within a hybrid work setup. You will collaborate with CRM and CX initiatives, shape practical roadmaps, and deliver measurable client outcomes.

The role requires experience in customer strategy or CRM within a consultancy, strong storytelling and stakeholder management, and comfort turning data into convincing narratives for senior stakeholders.

Qualifications

• Experience in customer strategy, CRM or CX, ideally in a consultancy.
• Ability to connect customer needs with business priorities and operating models.
• Strong communication and storytelling to gain buy-in.
• Skilled in collaborating with diverse stakeholders in matrix organisations.

Responsibilities

• Deliver high quality workstreams across customer strategy and transformation projects spanning CRM and customer experience.
• Turn research, data and stakeholder input into clear insights, recommendations and strategic narratives.
• Support senior colleagues in shaping engagements and developing practical roadmaps.
• Build trusted relationships with client stakeholders and contribute confidently in workshops and presentations.
• Identify opportunities, collaborating with data and technology teams to translate AI into business value.

Skills

Customer strategy

CRM

Stakeholder mgmt

Analytical thinking

Storytelling

Communication

Strategic thinking

Collaboration

Job description

Merkle in London is seeking a Manager, Customer Strategy to lead high‑impact customer strategy and transformation engagements within a hybrid work setup. You will collaborate with CRM and CX initiatives, shape practical roadmaps, and deliver measurable client outcomes.

The role requires experience in customer strategy or CRM within a consultancy, strong storytelling and stakeholder management, and comfort turning data into convincing narratives for senior stakeholders.